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Consumer Reactions to Unethical Service Recovery

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References

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1994Antecedents to Customer Expectations for Service Recovery673 cited
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1990The Effects of Contextual Priming in Print Advertisements

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269 cited

1993The Effects of Length, Content, and Repetition on Television Commercial Effectiveness215 cited

1990Personal moral philosophies and moral choice156 cited

Cited by

2012Effects of compensation for service recovery: From the equity theory perspective97 cited
2009Betrayal? Relationship quality implications in service recovery88 cited
2019Perceived justice and CSR after service recovery71 cited
2004Reputation, Corporate Social Responsibility and Market Regulation64 cited
2011Service recovery: Literature review and research issues48 cited
2009Concepts of price fairness: empirical research into the Dutch coffee market47 cited
2016The effect of CSR on consumer behavioral responses after service failure and recovery44 cited
2012Consumer Cynicism toward Collective Buying: The Interplay of Others’ Outcomes, Social Value Orientation, and Mood41 cited
2004E-Complaint41 cited
2018How to use apology and compensation to repair competence-versus integrity-based trust violations in e-commerce37 cited
2020An experimental test of the impact of corporate social responsibility on consumers' purchasing behavior: The mediation role of trust36 cited
2016Toward service recovery strategies: the role of consumer-organization relationship norms34 cited
2021The distinctive agenda of service failure recovery in e-tailing: Criticality of logistical / non-logistical service failure typologies and e-tailing ethics30 cited
2018Prosocial Compensation Following a Service Failure: Fulfilling an Organization’s Ethical and Philanthropic Responsibilities27 cited
2010What Makes Customers Discontent with Service Providers? An Empirical Analysis of Complaint Handling in Information and Communication Technology Services23 cited
2013Who would engage in unethical behavior? Should organizations bear the responsibility?14 cited